Payment & Delivery

Payment

Goods will not be despatched until full payment (including delivery charges) has been received. This applies to both U.K. and International orders.
If you need to know about the availability of particular products or need information about a delivery, please email:info@decorque.com

United Kingdom

The aim is to keep delivery costs and times as competitive and realistic as possible.  Most items will be despatched within three days of order.  Items will normally be despatched using either the Royal Mail’s priority mail postal service or those of private courier companies.  The delivery target is 3-5 working days.

You will receive an e-mail to let you know that your order has been despatched. You will also be advised by e-mail if any delay is expected in sending the items to you.

International

We are also able to ship to international destinations. The cost and anticipated delivery times can be obtained by sending an email with your full requirements to: info@decorque.com

The aim is to keep delivery costs and times as competitive and realistic as possible.  We will seek the most cost-effective and efficient means of sending items to you. Most items will be despatched within 3-5 days of order.  Items will normally be sent using either the Royal Mail’s priority mail postal service or a private courier company, depending on your specific needs.

Indicative delivery times are:

  • Europe: 3-5 days from the time of posting/despatch.
  • Rest of the World: 5-10 days from the time of posting/despatch.

Decorque is not responsible for any shipping delays due to post office/private courier company service failures, customs delays or import restrictions in the country of destination. It is not possible to ship to a Post Office box address.  It is the Buyer’s responsibility to provide Decorque with a complete, delivery address.

Delivery FAQs

Is my order on its way to me?

You’ll receive a confirmation email from info@decorque.com once your order is on its way.  Unfortunately, you won’t be able to track Royal Mail orders. International orders are shipped using either the Royal Mail’s Priority Mail postal services or private courier companies.

My order has not arrived yet

If your order has not arrived, help is at hand. Before contacting Decorque, please:

  • Sign into Account Home to check that the correct delivery address has been provided for your order and that your contact details are up to date.
  • Check if you have a text message, email or attempted delivery card from the post office or private delivery courier. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange re-delivery.
  • Check with your neighbours to see if they have accepted the parcel on your behalf.
  • Look in any safe areas near the delivery address in case the driver may have left your parcel, such as behind bins or in a shed, garage or porch.

If you still can’t find your package, please email: info@decorque.com and quote your order number.  A reply will be sent promptly and we will do our best to locate your shipment.  If it cannot be found, a replacement will be arranged or a refund made to you (please refer to the standard terms and conditions).

I have received a faulty item

In the unlikely event of a product fault, we want to sort out any issues straightaway.  If you discover a fault, please contact us at info@decorque.com with the order number, the faulty item’s name and number, and a description of the fault.  We’ll get back to you promptly and send you a replacement item as quickly as possible.

I have received an incorrect item in my order

The aim is to sort out any issues with incorrect items received straightaway.  Please contact: info@decorque.comstating the order number and the incorrect item’s name and number.  We’ll get back to you promptly and try to resolve it for you as quickly as possible.

An item is missing from my order

  • For multiple product orders, items may have been sent in separate parcels, so please check your emails to see if any of your items will be arriving separately.
  • If your order has been sent in different parcels, then each delivery note will tell you the items you can expect to find inside.  Please check the delivery notes from each part of your order to make sure you’re not missing anything.
  • If an item is missing, please contact: info@decorque.com with the order number and the missing item’s name and number. The issue will be resolved for you as quickly as possible.

What is the UK standard delivery?

The standard delivery service for the UK is 3-5 working days, using either the Royal Mail’s priority mail service or private courier companies.

  • Postage/delivery prices for the UK are included for all products excluding cushions and lampshades. Please emai info@decorque.com for delivery prices for these items.
  • Your package is expected to arrive within 3-5 working days (excluding weekends) after you place your order.
  • As your order will be sent either via the Royal Mail or private courier companies, tracking is not normally available. In this case, please wait 3 working days before contacting us about your delivery.
  • Your order may arrive anytime between 07:00 and 17:00.
  • Deliveries are not made on bank holidays, so you can expect your order to arrive the next working day.

International delivery information

  • Postage/delivery prices and expected delivery times are provided separately and you should contact us by emailing info@decorque.com
  • We use either Royal Mail’s international priority mail delivery services or those of private courier companies for international delivery.
  • You will receive a despatch confirmation email from info@decorque.com.
  • The postal or private courier service at destination will usually deliver during normal business working hours and may require a signature on receipt.
  • Any customs or import duties are charged once the order reaches its destination country, and must be paid by the recipient of the order.  These charges may vary as customs policies vary widely from country to country.
  • Once your order has arrived in your country, it will be passed on to either the national postal service or private delivery partner, according to standard delivery procedures.
  • If you are not in when your parcel arrives, the post office or private courier company will normally leave a card telling you how to collect or arrange delivery to your address.

How does your delivery system work?

It is important that you receive your goods when you expect them, especially if you have ordered something for a specific occasion.  We use either the Royal Mail’s postal service or those of private courier companies to deliver goods from www.decorque.com to all over the world.

We will deliver your order to you in the quickest possible time depending on the size and weight of your parcel.

Will I be charged customs and import charges?

Any customs or import duties are charged once the order reaches its destination country, and must be paid by the recipient of the order.  These charges may vary as customs policies vary widely from country to country.

Non EU VAT

VAT is excluded from prices for customers outside of the EU.

Do you ship to PO box addresses?

It is not possible to deliver to P.O. Box addresses.  The normal service is delivery to your permanent residential address.

Returns

What is your returns policy?

UK customers

Returns are only accepted in the unlikely event that the product sent to you is faulty or incorrect.  If this is the case then:

  • You can return any item within 28 days of receipt for a refund.
  • A refund will be made at the price at which you purchased your item, excluding any delivery charges.
  • For all returns, the items returned must be in their original condition, which includes tags and any packaging.
  • All goods will be inspected on return.
  • The goods are your responsibility until they reach Decorque premises, so please make sure it’s re-packed properly and can’t get damaged on the way.
  • No responsibility can be accepted for any items that are returned by mistake.
  • Please obtain proof of posting.  The returns address is: Decorque Limited, 2 Briar End, Kidlington, Oxfordshire OX5 2YB, United Kingdom.

All returns are handled in accordance with the U.K.’s ‘Distance Selling Regulations’.

International customers

Returns are only accepted in the unlikely event that the product sent to you is faulty or incorrect.  If this is the case then:

  • You can return any item within 28 days of receipt for a refund.
  • A refund will be made at the price at which you purchased your item, excluding any delivery charges.
  • For all returns, the items returned must be in their original condition, which includes tags and any packaging.
  • All goods will be inspected on return.
  • The goods are your responsibility until they reach Decorque premises, so please make sure it’s packed properly and can’t get damaged on the way.
  • No responsibility can be accepted for any items that are returned by mistake.
  • Make sure you use a postal service that insures you for the value of the items you are returning and/or obtain proof of posting.
  • The returns address is: Decorque Limited, 2 Briar End, Kidlington, Oxfordshire OX5 2YB, United Kingdom.

All returns are handled in accordance with the U.K.’s ‘Distance Selling Regulations’.

Will you refund me my delivery charge?

  • If your order was returned due to the product being faulty or incorrect under the U.K. ‘Distance Selling Regulations’, a refund of what you paid for your order will usually be made, but not the delivery charge.

 Shipping Options

Decorque provides delivery service to the U.K., Europe and the Rest of the World (see below for zones and countries). This is based on either the Royal Mail’s first class/priority mail delivery options or those of private courier companies, which are correct as at April 2014. We reserve the right to change the prices and shipping zones in accordance with the standard Terms and Conditions.

United Kingdom
This zone comprises England, Scotland, Wales and Northern Ireland.
First Class delivery: 3-5 days from the time of posting.

Prices:
Postage prices are included for all products except cushions and lampshades. Please email info@decorque.com for prices for delivery prices and times for these products.

Europe

This zone comprises the following countries:

Albania, Andorra, Armenia, Austria (EU), Azerbaijan, Azores (EU), Balearic Islands (EU), Belarus, Belgium (EU), Bosnia & Herzegovina, Bulgaria (EU), Canary Islands, Corsica (EU), Croatia (EU), Czech Republic (EU), Cyprus (EU), Denmark (EU), Estonia (EU), Faroe Islands, Finland (EU), France (EU), Georgia, Germany (EU), Gibraltar (EU), Greece (EU), Greenland, Hungary (EU), Iceland, Irish Republic (EU), Italy (EU), Kazakhstan, Kosovo, Kyrgystan, Latvia (EU), Liechtenstein, Lithuania (EU), Luxembourg (EU), Macedonia, Madeira (EU), Malta (EU), Moldova, Monaco (EU), Montenegro, Netherlands (EU), Norway, Poland (EU), Portugal (EU), Romania (EU), Russia, San Marino, Serbia, Slovakia (EU), Slovenia (EU), Spain (EU), Sweden (EU), Switzerland, Tajikistan, Turkey, Turkmenistan, Ukraine, Uzbekistan, Vatican City State.

Prices:

Postage prices and expected delivery times are available by emailing: info@decorque.com

We will confirm the most competitive prices and delivery options depending on your specific requirements. The delivery prices must be paid before the goods are despatched.

Rest of the World

This covers all countries, not defined as being in Europe.  The ‘Rest of the World’ zone generally covers countries in North America, South America, the Middle East, the Far East, South East Asia and Australasia.

Prices:

Postage prices and expected delivery times are available by emailing: info@decorque.com

We will confirm the most competitive prices and delivery options depending on your specific requirements. The delivery prices must be paid before the goods are despatched.